Ratings based on 706 Verified Reviews

They paid and stayed. We double-checked.
4.3 out of 5
90% of guests recommend
4.7 Room cleanliness
4.4 Service & staff
4.6 Room comfort
4.6 Hotel condition
They paid and stayed.
We double-checked.
2 out of 5
by A verified traveller from UK

Airport Hotel that is lost

Posted 27-Jan-2016
Pros: It was clean and empty!
Cons: Explain to staff that they are in an Airport Hotel and people need to eat at all hours and get to the Airport without delay. Or maybe get a manager?
Location: Nothing, its an industrial estate
The Hilton at T5 is located in a typical dreary rundown UK Industrial estate. Once you get over this it isnt so bad and if your in a car getting to Heathrow whether it is T5 or 1,2,3 or 4 should't be a problem unless traffic is bad. I believe the hotel offers a transit bus as well but this has restricted hours. The problem is getting to the airport on time if the traffic is bad! The hotel itself is new, modern and clean. The room (king) was decent enough, though on entry it was cold and took some time to warm up. At night it was very quiet even though it was under the flight path. The main issue with this hotel is that it wants to be an Airport Hotel and charge accordingly but the staff don't seem to understand what that means. Efficient check in/check out, quick food service etc are what is needed for travelers on the go. Standing inline waiting 20 minutes to check out whilst the clerk argues with a guest about room phone charges is not what it is about. Being told that it is going to take 30 minutes for the chef to prepare two soups of the day is not what it is about. Asking for one type of hot drink and being given another doesnt help. Having said that one staff member was helpful, another seemed obsessed that i had not booked in using my members card and couldnt understand that it didnt work. The additional overnight charge for using the hotels car park was unreasonably excessive, this place is built in a near derelict industrial estate well away from the Airport!
4 out of 5
Recommended
for Everyone
by A verified traveller from Melbourne

Nice hotel but concierge could be more helpful

Posted 27-Jan-2016
Nice modern property with comfortable rooms. There were 4 of us (including 2 children) and the concierge did not offer to help us with our bags even though he could see that we were struggling. A customer service course may be useful.....
4 out of 5
Recommended
for Everyone
by A verified traveller from Dorset

Convenient location for Terminal 5 Heathrow.

Posted 27-Jan-2016
Pros: The location.
Cons: Nothing.
Location: Convenient to Heathrow
A very pleasant place to stay on your travels, but a bit lacking in character.
4 out of 5
Recommended
for Everyone
by A verified traveller

Posted 19-Jan-2016
Short overnight stay, the room was comfortable, no hair dryer, I'm sure they would have brought one if we called the front desk but we were trying to get to airport for early flight so did not want to take the time.
4 out of 5
Recommended
for Everyone
by A verified traveller

location

Posted 19-Jan-2016
the main problem is the false advertising: the website gives the clear impression that the hotel is situated more or less on the grounds of Terminal 5 but of course this is not true--only the Sofitel is in that location. I was also taken aback that transportation to the hotel was not a 'complimentary' shuttle (as someone coming from the USA would expect), but a rather expensive (5 quid) National Express bus. Aside from this, which should presumably be rectified as soon as possible, I was quite pleased to have stayed there.
1 out of 5
by A verified traveller

I will not stay at the Hilton again

Posted 16-Jan-2016
Pros: room
Cons: staff attitude
I normally travel with family via London three times for the year. Each time I stay at the Sofitel. This time by accident I booked Hilton. I decided to proceed with the booking as I normally like staying at the Hilton. I arrived at the Hilton with my wife, six year and 2 year old daughters via the hopper bus. On arrival I had 6 pieces of luggage plus carry on, a buggy for the baby and the kids to manage. There was no one to assist with the luggage. I quickly took my family inside because of the temperature with the bag that contained my passport and money, leaving the rest of my luggage out in the street. The person at the front desk looked at me and then turned away. I proceeded with making the three trips to get the rest of my luggage. This was after a 12hr flight and approximately 20hrs of travelling, and a connecting flight to Abu Dhabi the next day. When I inquired about it I was told that the staff is busy right now. I am not sure if this was because of the color of skin but I will not stay at the Hilton in terminal 5 again. On the flip side, the suite was very nice, the room was clean, the food in the restaurant was excellent. regards Wesley
5 out of 5
Recommended
for Everyone
by A verified traveller

Nice hotel next to Heathrow.

Posted 08-Jan-2016
Pleasant stay in a super hotel, staff were first class.
5 out of 5
Recommended
for Everyone
by A verified traveller from London

Stayed at hotel for early flight at Terminal 5.

Posted 06-Jan-2016
Pros: Good value and close to airport.
Cons: Did not find any faults.
Location: We just needed a good value hotel close to Heathrow for an early morning flight on 23rd December 2015.
The hotel was ideal for early morning flight. It was clean, staff were helpful and food was good. Shutlle bus to airport was good.
4 out of 5
Recommended
for Other
by A verified traveller from Tampa Florida USA

Did the Job before our Morning Flight

Posted 05-Jan-2016
Pros: Location was very good for our Flight departure ... very convenient and very clean.
Cons: Nothing comes to mind
Location: Great for flying out of Heathrow airport. We went to local Indian Restaurant which was great.
Hotel was very clean and rooms very comfortable. Bed was nice and large and linens were good. The decor was very modern with a clean uncluttered feeling. Very modern vibe with plenty of space. Large TV and everything you need with the amenities.
4 out of 5
Recommended
for Everyone
by A verified traveller

Hotel guests not prioritised for use of facilities

Posted 07-Dec-2015
It was a lovely stay - rooms were great and had a great nights sleep. However the hotel facilities were not available to freely use by the guests of the hotel - the spa treatmrnts were fully booked by "regulars" who were non-hotel guests. We were given two 30 mins slots to get treatment for three people and ended up only one of us having any treatment. We went to have a meal in the Indian Restaurant and were turned away being told they were very popular with the locals and I "should have called ahead and booked a table" We were told to come back at 22.00 if we were not able to get food at the other restaurant. It was 1800 at that time. It is not always easy to be able to plan your trip to the very last detail and would hope that the hotel you stay at would take away the worry of these details by ensuring you are taken care of. This was the only damper on the visit. Overall and enjoyable stay with friendly hospitable staff.